Senior Patient Experience Manager

Summary

Join Rula as a Sr. Patient Experience Manager and lead frontline support teams in Billing, Complaints, Grievances, and Patient Services. You will ensure timely and effective support for every patient. The ideal candidate has a strong customer support operations background, a passion for improving patient journeys, and the ability to inspire teams. You will use problem-solving skills and a service-first mindset to establish a formal Complaints and Grievances program and support company-wide initiatives impacting patient experience. This role requires leadership experience in managing managers, experience in healthcare compliance, and proficiency in using data to improve service operations. The position offers a 100% remote work environment and a comprehensive benefits package.

Requirements

• 7+ years of experience in customer support, patient services, or member experience, including 3+ years in a leadership or management role in managing managers, with a focus on leadership development, delegation, and accountability
• Direct experience managing or building a Complaints and Grievances function and/or a Trust and Safety function within a healthcare, health tech, or payer/provider organization
• Previous experience leading high-volume support teams in a regulated environment, with working knowledge of HIPAA, CMS guidelines, or other healthcare compliance standards
• Proficient ability to use data and root cause analysis to improve service operations, reduce escalations, or drive experience improvements
• Excellent written and verbal communication skills, with the ability to manage sensitive conversations, patient concerns, and cross-functional collaboration
• Demonstrated track record of leading and coaching high-performing support teams

Responsibilities

• Lead our frontline support teams across Billing, Complaints and Grievances, and Patient Services to ensure every patient receives timely, thoughtful, and effective support
• Apply structured problem-solving, team leadership, and a service-first mindset to stand up our formal Complaints and Grievances program and support company-wide initiatives that impact the patient experience

Preferred Qualifications

• Experience working in a startup or rapidly scaling healthcare organization, with comfort navigating ambiguity and evolving priorities
• Demonstrated and measurable success in building or standing up new functions, including drafting SOPs, defining workflows, and operationalizing quality programs
• Background in leading cross-functional programs or rollouts, especially involving clinical, product, or legal teams
• Experience scaling omnichannel support teams, including hiring, onboarding, and team structure design to meet growing patient or member demand

Benefits

• 100% remote work environment (US-based only): Working hours to support a healthy work-life balance, ensuring you can meet both professional and personal commitments
• Attractive pay and benefits : Full transparency of pay ranges regardless of where you live in the United States
• Comprehensive health benefits : Medical, dental, vision, life, disability, and FSA/HSA
• 401(k) plan access : Start saving for your future
• Generous time-off policies : Including 2 company-wide shutdown weeks each year for self-care (for most employees)
• Paid parental leave : Available for all parents, including birthing, non-birthing, adopting, and fostering
• Employee Assistance Program (EAP) : Support for your mental and physical health
• New hire home office stipend : Set up your workspace for success
• Quarterly department stipend : Fund team-building activities or in-person gatherings
• Wellness events and lunch & learns : Explore a variety of engaging topics
• Community and employee resource groups : Participate in groups that celebrate employee identity and lived experiences, fostering a sense of community and belonging for all